Manager, Service Excellence & Learning Development (Hotels) ID-3077
Primary Responsibilities:
Analyze, determine and concur on in-house quality procedures, standards and specifications
Assess guest requirements and ensure that guests’ expectations are met
Investigate and set standards for quality, health and safety
Establish standards, procedures and systems to support the service and training program
Assist Operation Managers in the development and implementation of on-going training, in addition to monthly training calendars to meet specific departmental needs
Identify training needs or gaps and implement solutions to maximize results to positively impact the Hotels productivity and performance
Conduct and track regular internal audits to evaluate the effectiveness of training initiatives in meeting our business objectives, in addition to providing recommendations for improvements
Conduct Hotels specific training courses (i.e. Suggestive Selling, Product Training, Service Standards, Guest Experience, etc.)
Ensure compliance with all safety regulations of assigned tasks and ensure a clean and safe working environment with active participation in the company’s health and safety program
Act as a catalyst for change and improvement in performance and quality
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Requirements:
Minimum Degree in Hospitality or Hotel Management with a minimum of 3 years of training experience in a global hospitality chain
Advanced Certificate in Training & Assessment (ACTA) is preferred or equivalent Training qualifications
Experience in conducting and delivering stand-up training programs, applicable and appropriate to the needs of the business
Possess good cross-cultural awareness / sensitivity and strong interpersonal skills with an international mindset to facilitate effective working across diverse cultures and different levels of the organization
Ability to use to basic Microsoft Office applications – Word, Excel, PowerPoint prepare reports
A team player with strong business acumen, resourceful and results driven
Adaptable to a fast-paced and dynamic work environment
